Service Desk Analyst

Do you have excellent attention to detail?
Can you communicate effectively through live chat and emails?

Would you enjoy working in a fast-paced environment, acting as a critical point of contact for IT support across DVSA?

If so, we’d love to hear from you!

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

• make roads safer
• improve services for our customers
• make road transport greener and healthier
• harness the potential of technology and data
• grow and level up the economy

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA.

As a Service Desk Analyst, you will provide a friendly and helpful first‑line service to the users, helping to resolve requests and incidents in an effective and timely manner. You will play a key role in ensuring work is done to agreed timescales on behalf of the user.

Your responsibilities will include, but aren’t limited to:

• Provide high quality initial support for all end user service requests relating to the IT environment.
• Logging, updating and where possible resolution of incidents and requests reported by call & chat, taking end to end responsibility by ensuring they are delivered to agreed timescales (SLAs).
• Ensure the logging and update of detailed information about every call into the ITSM tooling, allowing the team to provide effective data to the resolver groups.
• Understand user groups and make an initial assessment on the impact/urgency of requests and incidents.
• Liaise directly with DVSA internal customers to provide a top-quality customer service.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.